Regional Experience Leader, Multi-Office Retail

H&R Block, Inc.; Humble (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to manage a portfolio of 4–6 retail offices, ensuring an exceptional, consultative client experience across all locations.

You will coach Tax Professionals and Client Service Professionals, drive operational readiness, and manage revenue and performance metrics to deliver strong business results; frequent in‑day travel between offices is required.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years work experience leading teams in a multi‑unit retail, service, or operations environment with accountability for performance outcomes.
• Strong client‑centric mindset with experience delivering consultative client experience.
• Strong leadership capability with proven ability to coach, develop, and hold teams accountable.
• Demonstrated ability to drive business and financial results while managing day‑to‑day operations across multiple locations, including labor management.
• Experience leading through change, including adoption of new processes and ways of working.
• Ability to exercise independent judgment and prioritize competing demands across multiple locations.
• Experience managing or partnering in operational areas such as facilities, staffing, or compliance.
• Strong communication and problem‑solving skills, including handling client escalations and complex issues.
• Ability to travel frequently in‑day, with minimal overnight travel, between assigned offices to maintain consistent in‑person presence across multiple office locations.
• Ability to work a schedule that aligns with operational hours across assigned locations, including evenings, weekends, and Saturdays as needed to meet business demands.

Responsibilities

• Own consistent delivery of the consultative client experience across 4–6 assigned offices with disciplined execution.
• Evaluate execution quality and client impact across locations to reinforce strengths and address gaps.
• Drive adoption of new client experience processes, tools, and behaviors in the office.
• Lead Tax Professionals and Client Service Professionals by setting expectations and coaching for consistent performance.
• Provide coaching informed by observed behaviors, client interactions, and performance outcomes.
• Identify patterns across offices and develop bench strength and high‑potential talent.
• Own revenue, growth, operational performance, and business outcomes across offices.
• Monitor performance metrics, identify trends, and implement actions to improve results, acquisition, and retention.
• Ensure daily operations across offices including staffing, scheduling, labor management, compliance, SOPs, and service delivery.
• Oversee office and workforce readiness including facilities, equipment, supplies, recruiting, onboarding, and seasonal prep.

Skills

Leadership

Client-centric

Data interpretation

Communication

Problem-solving

Change management

Coaching

Multi-location ops

Travel readiness

Education

Bachelor’s degree or equivalent experience

Job description

H&R Block, Inc. is seeking a Multi-Office Leader (Area Experience Leader) to manage a portfolio of 4–6 retail offices, ensuring an exceptional, consultative client experience across all locations.

You will coach Tax Professionals and Client Service Professionals, drive operational readiness, and manage revenue and performance metrics to deliver strong business results; frequent in‑day travel between offices is required.